Format provides a full range of support services and strongly encourages customers to use them. Our most advanced users make a particular point of contributing to our "wish list" of enhancements and participating in our User Group meetings. Format policy is to differentiate customers who receive contracted support services from others who are on an as-arising basis. Supported clients are routinely invited to contribute ideas to a continuing software development program. Supported clients receive, at no extra charge, periodic software updates which include enhancements, improvements and additional functionality. At customer sites, or at Format's offices, training and refresher courses are available as part of the contracted support service. We host workshops and seminars at which there is an interchange of ideas between users.

• Unlimited, free access to Format’s support desk by phone, fax, or e-mail and a toll-free number in the U.S., is provided by experienced and knowledgeable staff, who have previously worked in the industry as formulators and nutritionists.
  
• Periodic new software releases (currently twice-yearly), containing enhancements, new functionality and advances in system performance.
  
• Monthly newsletter, iNClusion, providing discussion on various topics and suggesting tips and tricks for improved use of the software.
  
• Provision by Format of detailed work-books and user guides on functional topics, called iNCite™ guides.
  
• Scheduled visits for system review, assessment of training requirements, etc.
  
• Participation in the "wish list" system by which users influence the development of system functionality.
  
• Invitations to participate in periodic user groups and workshops held by Format.

We also provide live Internet based support via WebEx which allows us to virtually sit with you and assist you with any support or training issues just as though we were there.